Scottish Gas - Click Energy

jem16

My son has just moved into his first house which has been supplied by Scottish Gas for dual fuel so unfortunately has to start with them. I phoned up whilst my son was moving his stuff in and supplied meter readings. I also asked for him to be put onto Click Energy 5 which is at least the cheapest tariff - SG reply; "no problem as he has dual fuel we'll do that. However he needs to phone to set up direct debits."

So he phones today to set up DD and asks them to confirm that he has been put on this tariff. "Oh we can't do it, you need to sign up online. We'll send you an email within 48 hours - just click on it".

He doesn't yet have his account numbers so can't see how to sign up online. I can't see the email giving the account number either.

Is there an easy way to do this or does he need to phone SG back and get his account number and then sign up online? Why on earth can't they do it over the phone??